Tier 1 Supervisor

Job Description
ECS is seeking a Tier 1 Supervisor to work in our Pocatello, ID office.

ECS is seeking a Tier 1 Supervisor to lead a high-performing team supporting a managed services program, providing IT Service Desk, Enterprise Watch Operations, and Network Operations Center (NOC) support to approximately 50,000 government and contractor end-users both CONUS and OCONUS. This role offers a unique opportunity to support mission-critical systems that contribute to national security efforts, including counterterrorism, cyber defense, and law enforcement operations. The ideal candidate will have a commitment to excellence and the drive to ensure superior service delivery in a fast-paced, high-stakes environment.

Key Responsibilities:

• Supervision & Leadership:
  Oversee the day-to-day activities of the Tier 1 Service Desk, Watch Operations, and NOC teams, ensuring all systems and services are effectively monitored and maintained. Provide leadership, guidance, and support to a team of 80+ agents and analysts, helping them to perform their tasks with efficiency and precision.
• Incident & Issue Management:
  Collaborate closely with the Operations Manager to manage the escalation and resolution of critical incidents. Ensure timely incident resolution within established Service Level Agreements and Operational Level Agreements. Proactively monitor and address incident trends to mitigate future issues.
• Service Monitoring & Reporting:
  Manage all system monitoring activities, including network, server, and equipment performance, ensuring continuous availability and uptime. Utilize industry best practices and ITIL methodologies to assess service performance, identify areas for improvement, and implement corrective actions as necessary.
• Process & Quality Improvement:
  Drive process improvements and operational efficiencies using metrics and data analysis. Identify bottlenecks, resolve service issues, and ensure optimal resource allocation. Apply ITIL principles to enhance service delivery, streamline workflows, and reduce response times.
• Communication & Collaboration:
  Maintain strong communication with internal teams, management, and other stakeholders to ensure timely and accurate problem resolution. Deliver clear, concise updates to senior leadership regarding ongoing incidents and resolution efforts.
• Customer Support Excellence:
  Ensure that all customer interactions are handled with professionalism, courtesy, and efficiency. Foster a team culture that emphasizes high-quality, customer-focused service.
• Training & Development:
  Assist in the training, development, and continuous improvement of Tier 1 team members and Tier 2 team members on occasion. Provide coaching to enhance individual performance and support career growth within the organization.

Required Skills

• Active Top-Secret Clearance with the ability to obtain SCI / CI-Poly, as required by contract specifications
• 1+ years of experience in Call Center or Help Desk management
• Flexibility to work in a 24/7 operational environment
• Excellent interpersonal and communication skills
• In-depth knowledge of IT Service Management (ITSM) processes and best practices.

Desired Skills

• A Bachelor's degree in Information Technology, Computer Science, Information Systems Management, Business Administration, or a related field, or equivalent relevant experience.
• Proven leadership experience, with the ability to motivate, mentor, and guide teams
• Experience in workforce management, including scheduling, performance monitoring, and resource allocation
• Familiarity with industry-standard call center and ITSM software (e.g., JIRA, Amazon Connect, etc.)
• Strong problem-solving and critical thinking skills, with a focus on operational efficiency and issue resolution
• Ability to manage multiple priorities in a fast-paced, high-pressure environment
• Knowledge of customer service excellence principles and ability to deliver a high standard of service
• Strong conflict resolution and negotiation skills, with the ability to address customer or team issues effectively
• Experience with continuous improvement initiatives and optimizing team performance
• Willingness to stay updated on industry trends and technologies, ensuring the team operates with current best practices

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ECS is an equal opportunity employer and does not discriminate or allow discrimination on the basis any characteristic protected by law. All qualified applicants will receive consideration for employment without regard to disability, status as a protected veteran or any other status protected by applicable federal, state, or local jurisdiction law.

ECS is a leading mid-sized provider of technology services to the United States Federal Government. We are focused on people, values and purpose. Every day, our 3800+ employees focus on providing their technical talent to support the Federal Agencies and Departments of the US Government to serve, protect and defend the American People.